t is has been a busy morning at the medical practice and most of the Doctors are running behind with their appointments.

2pm: Mr. Jones arrives for his Doctor's appointment on time.

3.15pm: Mr Jones approaches you at the front desk and in a loud, angry voice states have been waiting for well over an hour for my 2pm appointment. I have watched a lot of patients go in and out to see the Doctor and I want to see the Doctor Now!

1. What procedures could be introduced to reduce the chance of a similar situation occurring in the future?
2. List at least 3 things you would do to respond to this situation.
3. Who would you seek assistance from in this situation?